Short answer:

No — a consumer’s statutory 14-day cancellation right (the Consumer Contracts Regulations) does not apply where goods are made to the consumer’s specifications or are clearly personalised bespoke items — provided the exemption conditions are met and correctly communicated.

Key points and how to rely on the exemption correctly

• The Consumer Contracts Regulations 2013 set a 14-day cancellation right for distance purchases. However, the Regulations explicitly exempt goods made to the consumer’s specifications or clearly personalised goods (this is a well-established exemption). You must treat bespoke jewellery as goods made to the consumer’s specification.

• Critical requirement: you must tell the consumer (clearly and before the contract is concluded) that the goods are bespoke and that they do not have the 14-day cancellation right. If you fail to tell them, you may lose the exemption (and the 14-day period can be extended). See GOV.UK and Regulations guidance.

• Practical implementation: include a clear statement (and checkbox) in the order/consultation confirmation and on the invoice/T&C: e.g. “You acknowledge and agree that this item is made to your specification and is therefore excluded from the statutory 14-day cancellation right under the Consumer Contracts Regulations.”

What counts as “made to specification”?

• True bespoke designs made from the customer’s drawings, photos, or unique modifications are included.

• Beware: simply choosing a metal colour or selecting a setting from a catalogue may not be bespoke for these purposes — the Regulations and guidance treat “assembly from standard parts” differently. If your process is essentially configuring standard parts, the exemption may not apply. (The official guidance highlights this distinction.)

Summary of the CRA rules you must follow

• Short-term right to reject (up to 30 days): If a consumer receives faulty goods, they can reject within 30 days for a full refund (subject to exceptions).

• Repair or replacement (after 30 days, up to 6 months): After 30 days the consumer is entitled to a repair or replacement. Within the first 6 months, the law commonly presumes the fault existed at delivery, so the burden of proof lies with the trader to show the goods were not faulty at sale if the trader disputes the claim.

• Longer term claims: Consumers may bring claims up to 6 years (England & Wales) for breach of contract (limitations apply in Scotland). The remedy available after 6 months changes: the consumer must prove the defect was present at delivery.

How this applies to bespoke jewellery

• Even if the 14-day cancellation right doesn’t apply to bespoke goods, customers retain statutory rights under the CRA if an item is faulty, not as described, or not fit for purpose. You cannot contract out of these rights.

• Practically, if a bespoke ring’s setting fails or a stone falls out within 30 days, the customer can require a full refund/replacement depending on circumstances (but bespoke items may be less straightforward to “return” — remedies can be repair or replacement). After 30 days up to 6 months, you must offer repair/replace; after 6 months the consumer bears the evidential burden.

Short answer:

A 12-month commercial warranty is not legally required, but it is highly recommended as a customer reassurance and marketing tool. It does not replace the consumer’s statutory rights under CRA. You must make clear that the commercial warranty is in addition to, not instead of, statutory rights.

What the 12-month warranty usually covers

• Manufacturing defects and workmanship faults arising during normal use.

• It typically bnormal wear and tear, accidental damage, loss, theft, damage caused by misuse, and third-party alterations (e.g., resizing by someone other than your atelier).

Practical wording (example):

“Lajulé provides a 12-month warranty covering manufacturing defects from the date of delivery. This warranty does not affect your statutory rights under the Consumer Rights Act 2015. Exclusions: normal wear and tear, accidental damage, loss, theft, misuse, or repairs carried out by third parties.”

Why a 12-month warranty is useful

• Builds trust and reduces buyer hesitation for high-value bespoke purchases.

• Gives you control over how repairs are handled (you can require items be returned to your atelier).

• Provides a clear process and timeframe to resolve issues before escalation to statutory claims.

Because the CRA presumes a defect existed at delivery for the first 6 months, you must collect objective evidence at sale/production to rebut misuse claims if needed. Here’s how to do that in practice:

A. Record-keeping & sign-offs (must-do)

1. Signed CAD / design approval: get an explicit written sign-off (email or signed PDF) that confirms design, materials, sizes and that the customer accepts bespoke exclusions (no 14-day cancellation).

2. Deposit receipt and contract: keep the dated order, deposit paid, and T&C acknowledgement (checkbox).

3. Production photographs & videos: take high-resolution photos (and a short time-stamped video) of the piece at every production milestone: rough setting, stone setting, final polish, hallmarked item. Store these securely.

4. Pre-dispatch inspection checklist: signed by quality control staff — record gem certification numbers, weights, metal hallmark and any minor tolerances.

5. Shipping proof: insured courier tracking, signed POD record on delivery.

These records help show the item left your workshop in perfect condition and make it much harder for a customer to claim a manufacturing defect was present at delivery if, in fact, the item was mishandled later. (Legally robust evidence is persuasive if dispute arises within first 6 months).

B. Handling warranty/CRA defect claims — recommended workflow

1. Immediate acknowledgement: within 48 hours of complaint, request photos and a brief description. Ask customer to stop wearing item.

2. Initial triage: compare photos with production records; advise whether item should be returned for inspection.

3. Paid inspection (if suspicious): if you reasonably suspect misuse, you can request the customer pay return postage and an inspection fee — refundable if the fault is confirmed to be manufacturing-related. Make this clear in your T&Cs and in customer communications. (Do not impose unreasonable charges.)

4.Repair/Replace/Refund: follow CRA rules — if within 30 days and obviously faulty, refund or replace as appropriate; otherwise offer repair or replacement. Document all steps.

5. Independent gemmological report: for contested high-value claims, consider an independent IGI/GIA report (costs can be recovered from customer if they prove the claim was fraudulent or due to misuse — but seek legal advice first).

Helpful clause to include in T&Cs:

“If we suspect that a defect has been caused by misuse, accidental damage, or unauthorised repair, we may request the item be returned for inspection by our atelier or by an independent gemmological laboratory. Any inspection charges will be refunded if the defect is found to be a manufacturing fault.”

• You cannot exclude or reduce the consumer’s statutory rights under the Consumer Rights Act 2015 by contract. That means you can offer a 12-month commercial warranty (which gives more benefits), but you cannot lawfully say the consumer has no rights beyond that period or reduce CRA rights. Any T&C clause that attempts to remove statutory remedies is likely unenforceable.

• You can set reasonable contractual limits for extra remedies (e.g., final right to reject after certain processes), require return for inspection, require insured shipping, and set a commercial time limit for making warranty claims (but with caution — you must not contradict statutory rights or impose unfair terms). Courts scrutinise short notification windows, so avoid unreasonable limits (e.g., “notify within 3 days” is risky). Use a reasonable notification window (e.g., “report defects within 30 days” but clarify CRA remains).

A — Bespoke/cancellation exemption (order confirmation / T&Cs)

Bespoke Goods – Cancellation Rights

You acknowledge and agree that the item(s) you have ordered are bespoke, made to your specification and personalised at your request. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, such bespoke goods are exempt from the standard 14-day cancellation right. By signing this confirmation and paying the deposit you accept that the order cannot be cancelled and the deposit is non-refundable once production begins.

B — Warranty summary (product page / warranty page)

Lajulé Warranty

We provide a 12-month warranty covering manufacturing defects from the date of delivery. This warranty is in addition to your legal rights under the Consumer Rights Act 2015.

What’s covered: defects in workmanship and materials.

What’s not covered: normal wear and tear, accidental damage, loss, theft, misuse, or alterations or repairs by third parties.

For any claim please contact repairs@lajule.com with images and order reference. Items must be returned insured for inspection.

C — Inspection & evidence clause (T&Cs)

Inspection & Dispute Process

If you report a defect, Lajulé will first assess photographs and may ask for the item to be returned for inspection. We reserve the right to instruct an independent gemmological laboratory to assess disputed claims for high-value items. If the fault is confirmed to be a manufacturing defect, we will repair or replace the item at our cost. If the fault is due to misuse or third-party modification, we will provide a repair quotation to the customer.

1. T&C checkbox during order/consultation where customer expressly accepts bespoke no-cancellation clause. (Record IP/UX proof.)

2. Signed design approval (PDF or email) confirming all specifications before production.

3. Photographic evidence at production milestones + final photography (time-stamped). Store securely.

4. Quality Control Checklist signed per piece (materials, carat weights, certificates, hallmark).

5. Clear warranty page on website: exclusions and steps to claim.

6. Return & inspection workflow with SLAs: acknowledge within 48 hours; decision within 14 days of receiving item for inspection.

7. Require insured return shipping for customer returns; keep shipment tracking and POD on file.

8. Independent lab access (IGI/GIA) for contested high-value claims (budget for tests).

9. Staff training so customer service follows script to avoid misstatements that could create unintended obligations.

10. Annual review with solicitor of T&Cs and processes (cheap but essential).

• Stone falls out within 3 weeks: treat as potential manufacturing defect. Request photos → ask for insured return → inspect → repair at your cost and offer express turnaround (good service).

• Stone loosened after 8 months, customer resized elsewhere: you can refuse free repair if third-party alteration caused issue — but still offer paid repair and document reasoning.

• Customer claims “I changed my mind” after delivery for bespoke ring: if bespoke and you followed the exemption procedure (clear notification), you can refuse refund; offer alternative options only if you want to be flexible for customer care (not required).

• Fault reported after 18 months: CRA applies; consumer can still claim (up to 6 years) but they must show defect existed at delivery — rely on your production photos and QC records.

A. Acknowledge a complaint (within 48hrs)

Thank you for contacting Lajulé. We’re sorry to hear of the issue. Please send clear photos of the item and describe the problem. Once received we will assess and advise whether the item should be returned for inspection. Please do not continue to wear the item in the meantime.

B. Request for return (if inspection needed)

Thank you for the images. To assess this issue formally we require the item to be returned to our atelier. Please ship it fully insured (we recommend [courier]) and include your order number. On receipt we aim to inspect and respond within 14 working days.

C. Outcome — confirmed manufacturing defect

Thank you for your patience. Our inspection confirms a manufacturing defect. We will repair/replace the item at our cost and return it to you insured. We apologise for the inconvenience.

1. Keep your T&Cs and bespoke exemption language crystal clear and require affirmative acceptance before production starts (checkbox + email confirmation). Failing to notify properly risks giving customers the 14-day right.

2. Offer the 12-month warranty (good practice) but make it explicit that it is in addition to statutory CRA rights. Do not try to contract out of CRA.

3. Implement strong production records and QC photos — these are your strongest defence for disputes within 6 months and beyond.

4. Budget for independent gem reports for high-value disputes; they are expensive but decisive in litigation or ADR.

5. Train your client-facing staff so they make no statements that create extra obligations (e.g., “no returns at all” without clear T&C acceptance).

6. Have your final T&Cs and warranty wording reviewed by a UK solicitor (preferably a consumer or commercial lawyer experienced in jewellery/retail) — a one-hour check will materially reduce legal risk.